Case Study: Ontellus improves email response times with timetoreply

Ontellus partners with timetoreply to deliver world-class client service

Ontellus, a record retrieval and claims management provider, faced a challenge with its primary communication channel: email. The company, which receives 80% of client communications via email, had very limited insight into its team's performance metrics, particularly email response times. This lack of analytics made it difficult to measure and improve customer service responsiveness. Ontellus partnered with the vendor timetoreply to gain the critical email analytics it needed.

The solution from timetoreply integrated directly with Microsoft Outlook, providing Ontellus with deep reporting and real-time performance dashboards. This allowed teams to monitor their own metrics and management to identify areas for process improvement. The results were significant; the company's email responsiveness within eight hours improved from 62% to 86%. Furthermore, Ontellus saw a 20% reduction in email volume despite customer growth, as the tool helped identify and resolve inefficiencies in client communications.

Ontellus

Lonnie Jackson

Vice President of Customer Management